Casinoin - Вывод игрока задерживался на несколько месяцев.

Dear CasinoGuru Team,

I am writing to formally raise a complaint regarding an ongoing issue with CasinoIN that remains unresolved despite months of communication and numerous verification processes.

I have a balance of €3,335.00 since September 2024, which I earned by playing a reload bonus and fulfilling the wagering requirements. However, every withdrawal request I submit gets rejected without any clear explanation or resolution.

I have been in constant communication with their support team and have completed multiple extensive verifications. On November 26th, 2024, I completed another verification on their website, including submitting personal documents and a live selfie. I was informed that this verification process would take up to 5 days. Despite this, their responses have been limited to stating that they’ve sent a follow-up request to the relevant team and asking me to wait for updates.

After researching online, I discovered that many other customers have reported experiences almost identical to mine, raising concerns about the transparency and fairness of CasinoIN’s processes.

Sincerely,

Borna

Dear grzgrz322,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which of the documents you sent to the casino have not yet passed the KYC verification?

Kindly forward me the entire email thread between you and the casino regarding your verification at veronika.f@casino.guru.

Also, please send me a link or a screenshot of the bonus you activated and played with.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

Yes, I can provide the details.

I sent the following documents:

-My ID and a selfie holding the ID alongside their site showing the chat.

-MiFinity screenshots and proof of deposit, emailed on 30.09.2024.

-A bank statement, emailed on 11.10.2024.

-A PDF of all transactions made since I created my MiFinity account.

-Separate screenshots of specific transactions they requested, emailed on 23.10.2024.

During November, I also sent additional MiFinity statements and screenshots. On 20.11.2024, they requested another round of verification, including a live selfie and my utility bill. These were uploaded to my profile on 21.11.2024 and verified on the site.

Despite this, their team asked me to remain patient and wait for notification about my account verification. Since November, I have been following up regularly, but their response has been the same—they claim to have sent a follow-up to the relevant team and advise me to wait for updates. I will attach a screenshot of the email I received from them showing the bonus I claimed and will also forward the entire email thread between me and the casino to your email.

Thank you for your replies and for your emails.

Am I correct in understanding that your account has now been finally verified?

When exactly did you submit your withdrawal request? Please note that usually, we recommend players wait up to 14 days for their withdrawal requests to be processed and paid out.

Hello,

On my account, the status appears as shown, but their support team informed me that it is still in process and that they will notify me as soon as they receive any updates from the specialists.

Please find attached a screenshot of our latest conversation for your reference. Additionally, they canceled the withdrawal request I made yesterday. I’ve also attached a screenshot of my profile for further clarification.

Thank you very much, grzgrz322, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

I’ve reached out to casino support multiple times since filing this complaint, but I keep getting the same generic responses with no real progress. This has been dragging on for far too long, even though I’ve completed the verification process multiple times as requested. I’m attaching a screenshot of our recent conversation for reference. 

Dear grzgrz322,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casinoin's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casinoin,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

My withdrawal continues to be rejected by the CasinoIN team, and they have not provided any explanation despite my repeated attempts to contact them. I have submitted all the requested documents each time they asked, and I believe all the given timeframes for account verification have long passed. Trying to resolve this issue since September is far too long for any casino.

Hello,

We are very sorry to hear about what happened and will do our best to assist efficiently.

We see that the customer was requested to provide additional documents as part of the verification process.

We have requested an update from the Security team to check the status of the verification process.

We apologise for the temporary inconvenience caused.

Kind regards.

Hello,

That is correct. I was requested to provide additional documents, which I completed on 21.11.2024. I will attach a screenshot as proof.

As part of the process, I completed live selfie verification and uploaded my recent utility bill. The documents were verified on the site shortly after submission.

Best regards,

Borna

Dear Jakub,

As per our information, the details regarding the current complaint have been sent to your email.

Could you please have a look when you have a moment?

Thank you.

Hi,

My withdrawal has been rejected multiple times since I first opened this complaint. However, support continues to provide the same response for months:

"Our team is diligently working on it, and as soon as we receive any updates from our specialists, we will inform you immediately."

I’m attaching a screenshot of our last conversation again for reference.

Dear Casinoin Team,

Thank you for your email. I have responded with an explanation of our position and am now awaiting your reply.

Thank you in advance!

Dear Kubo,

We appreciate you sharing your position and the explanation provided.

We have sent another response to support our actions in accordance with our T&Cs.

Could you please kindly review it and get back to us when you can?

Thank you.

Greetings,

I contacted CasinoIN’s support on 19th February 2025 and they told me that my account verification and withdrawal request was being processed. Since then, all my withdrawals have been declined and I still have not received updates about my account verification.

Whenever requested, I made sure to provide all verification documents I was asked for in a timely manner. Can you please tell me what progress has been made in my verification and my withdrawal request?

Thank you for your help and your time.

Best regards,

Borna

Dear Casinoin,

I have responded to your email with additional inquiries and look forward to your reply.

Thank you for your cooperation.

Dear grzgrz322,

I sincerely apologize for any inconvenience. At this stage, I am unable to disclose details regarding private discussions with the casino representatives. However, please rest assured that your issue is being thoroughly reviewed and addressed. I will provide you with updates as soon as there are any developments.

Thank you for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Could you please advise who I should contact regarding this issue and where more should I share my complaint? I will also be consulting with my lawyer regarding this matter. I appreciate your guidance on the appropriate channels for escalation.

Best regards

Dear grzgrz322,

I have repeatedly attempted to contact the casino, but unfortunately, they have ceased communication. Without their cooperation, there is little more that can be done.

As a result, I will mark the complaint as "unresolved" in our system. I understand this is not an ideal outcome, but unresolved complaints can impact the casino’s rating, which may encourage them to change their approach. If they decide to respond, we will reopen the complaint and notify you via email.

In the meantime, I recommend reaching out to the Curaçao Gaming Control Board Licensing Authority by submitting a complaint through their official contact form: https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino’s operator, as missing this information may result in your complaint being disregarded.

For more guidance on how to properly submit a complaint to the regulator, you can visit: https://casino.guru/submitting-complaints-to-regulators.

If you need assistance with submitting the complaint or receive a response from the regulator, please feel free to email me at jakub.m@casino.guru.

I’m sorry I couldn’t be of more help in this case.

Best Regards,

Kubo